ccha2030
About our plan
“Our focus is to build on strong foundations to help us deliver on our promises.”
ccha2030
In 2020, we set new foundations for ccha, centred around our CARE values. This was about providing an excellent customer service that meets residents’ needs. Over the past five years, we’ve been building on these foundations – introducing customer service advisors to take calls and support our teams, improving our systems and data, and building new homes.
Our values remain the same and this reflects what we're hearing from our staff and residents. Residents want us to care about them and their homes, and to work together to improve our service. When we consulted with residents in 2024, their priorities aligned closely with our previous commitments. We’ve kept the same core themes but refined the language to better reflect our new focus.
Our ccha2030 commitments:
- Residents – To deliver services shaped by residents providing a positive resident experience.
- Staff – To create a positive culture and safe working environment where staff feel valued and able to deliver effectively.
- Safety and security – To be compliant and have residents who feel safe and secure in their home environment.
- Quality homes – To deliver quality and affordable homes for new and existing residents in our communities.
- Value for money – To develop efficient and effective ways of working to deliver a quality service to residents.
Message from Our Chief Executive, Tracy Cullen
We acknowledge that we have a lot more work to do in these areas, so our overall direction remains largely the same. The emphasis now is on delivering a great service to our current residents while continuing to provide more homes for our community.
We understand the pressing need for affordable housing and want to balance this with caring for our existing residents and homes. Our development programme will be more modest, focussing on quality, improving existing homes, and developing properties we already own – enhancing housing standards and availability in local areas.
We want to embed the positive changes we've made over the years and make sure ccha is futureproof. We'll focus on the service delivery to residents, making sure we have the right structures, systems and processes to move forward and fulfil our promises. This includes making sure staff feel confident and well equipped to deliver a great service.
The first two years of this plan will concentrate on service quality and delivering significant improvements that residents should begin to notice soon.
The rest of the plan will focus on refining systems and processes to make us more efficient. Greater efficiency means better service, easier to access support and smarter use of resources that we can invest in other areas.
Tracy Cullen Chief Executive